Refund and Returns Policy

At Bivenzi, your satisfaction means everything to us. Every item we create — from customized 3D-printed keychains to hand-poured scented candles — goes through a thoughtfully curated design and production process. Whether the item is pre-designed or completely personalized, it represents the fusion of creativity, technology, and heartfelt intention. That’s why we approach returns and refunds with both transparency and care.

This Return & Refund Policy outlines the detailed conditions under which refunds, exchanges, or returns may be granted. Due to the nature of our business — especially when offering custom, handmade, and made-to-order items — there are specific limitations and protocols that apply.

1. Types of Products We Offer

Bivenzi’s product range includes a combination of the following:

  • Customized 3D-Printed Products – These are created after you place an order and provide design input (like names, images, text, themes, etc.). Each one is uniquely yours and printed specifically for you.
  • Ready-Made 3D-Printed Products – These are designed by our team and listed in our shop as-is. While they aren’t personalized, they’re still printed fresh upon receiving your order.
  • Handmade Candles & Fragrance Products – Custom-scented, poured, and packaged candles designed for events, gifting, or décor. These may include personalization on the container or tag.
  • Personalized Packaging & Stationery – This includes name tags, custom gift boxes, greeting cards, wax seals, printed photos, and themed kits tailored to the event.
  • Combo Gifts & Custom Gift Sets – Thoughtfully bundled items including various categories above, arranged for birthdays, weddings, anniversaries, and festivals.

2. Why Returns Are Limited (Especially for Customized Items)

While we deeply understand that shopping online can sometimes result in surprises — whether good or not-so-good — it’s important to note that Bivenzi operates differently from mass-produced eCommerce brands.

Many of our items are:

  • Printed only after receiving your order
  • Hand-finished or assembled on request
  • Customized using your chosen name, photo, date, or theme
  • Made in very small batches (sometimes even one-of-one)

This means we are unable to resell, repurpose, or restock customized items if returned — which limits our ability to accept returns in the traditional sense.

Examples of non-returnable situations include:

  • Wrong spellings submitted by the customer during order
  • Change of mind after order is printed or processed
  • Size, color, or texture variations caused by the 3D printing process
  • Minor imperfections that do not impact overall usage or aesthetic (e.g. slightly off-center label or small filament overlap)

We strive to set realistic expectations on every product page and welcome questions before ordering to avoid disappointment later.

3. Eligibility for Return, Refund, or Exchange

3.1 For Ready-Made Products

Refund or replacement is possible if:

  • You received the wrong item entirely
  • The product arrived severely damaged and is not usable or giftable

Note: “Slight damage to outer packaging” does not qualify for refund if the internal product is unharmed.

3.2 For Customized Products

Refunds or exchanges will only be considered if:

  • You received a completely incorrect item (e.g. wrong name, wrong design, or wrong product type entirely)
  • The product was destroyed in transit and is unusable

We may offer partial refunds or remakes depending on severity and available evidence.

4. Timeframe for Raising Return/Refund Requests

To ensure that your concerns are addressed promptly and fairly, all return or refund requests must be made within 24 hours of receiving the delivery.

This window is important because it allows us to verify delivery condition, track logistics reports, and maintain accountability with our shipping partners.

Requests raised after this 24-hour period may be declined unless extraordinary circumstances are shown (e.g., parcel was delivered to the wrong address, delayed opening due to travel, etc.).

5. Proofs Required for Return or Refund

We want to help you as efficiently as possible — which is why strong visual evidence is necessary. To evaluate any claim for return or refund, we request the following:

  • Clear photographs of the product showing the issue (wrong item, damage, etc.)
  • At least one image of the outer packaging and box
  • Order ID or receipt screenshot
  • Your full contact details (phone number & address)

In cases of damage, a video showing the unboxing may be requested to assess liability.

6. Contact Channels for Return/Refund Support

If you need to initiate a return, refund, or exchange, our friendly support team is ready to assist.

  • WhatsApp: Tap the “Message Us” button on our website homepage
  • Email: info@bivenzi.com
  • Instagram DMs: @bivenziofficial (for faster resolution, always mention your Order ID)

Support hours: Monday to Saturday, 10:00 AM – 7:00 PM (IST)

7. Refund Method & Timeline

Once your request is approved and verified through the required proof, we will begin processing your refund.

Refunds will be issued via the original payment method used at checkout, such as:

  • UPI (Google Pay, PhonePe, Paytm, etc.)
  • Debit or Credit Cards (Visa, MasterCard, etc.)
  • Net Banking or Wallets

Timeline: Once approved, most refunds are processed within 2 to 7 working days. Delays may occur during holidays, server downtimes, or due to your bank’s internal policies. If you haven’t received your refund after 7 days, please contact us again with your bank reference details.

8. Return Shipping Costs

In approved cases, Bivenzi will cover the return shipping cost.

  • We may arrange for a pickup via courier partner
  • Or reimburse the return shipping charge if you send the product back yourself (receipt proof required)

Do not send back any item before receiving a confirmation from our team. Unauthorized returns may not be accepted or refunded.

Products must be returned in their original packaging (or equivalent safe packaging) to prevent further damage in transit.

9. Exchanges (Replacement Policy)

In certain situations, a product exchange may be more appropriate than a refund. We may offer a free replacement under the following conditions:

  • You received a completely different product from what you ordered
  • The item arrived in a non-functional or completely broken condition
  • There is a major quality defect that was overlooked during dispatch

In such cases, a replacement will be shipped within 5 to 10 working days, depending on availability and production timelines. We may offer alternate product options in case the exact item is unavailable.

Note: We do not offer exchanges for personalized products based on taste, design preferences, or minor aesthetic differences. Since every customized product is made-to-order, personal biases or subjective opinions (such as “I don’t like the font” or “the pink shade is slightly lighter”) cannot qualify for replacements.

10. Limitations & Non-Returnable Items

Due to the customized, handmade, or hygienic nature of certain products, the following items are strictly non-returnable and non-refundable unless they arrive damaged or wrong:

  • Customized 3D-printed items with names/photos/messages
  • Hand-poured candles once opened or used
  • Fragrance items such as perfumes or aroma sets once unsealed
  • Gift combos and hampers with multiple elements (e.g., cards, tags, accessories)
  • Products damaged due to mishandling or improper use by the customer
  • Items sent to incorrect addresses provided by the customer
  • Bulk orders created with confirmed approvals via WhatsApp or Email

We urge customers to carefully review all details during the checkout and confirmation process, especially when placing customized or bulk orders.

11. Product Disclaimers & Visual Variations

We take great care in photographing and presenting our products. However, due to lighting, monitor settings, materials, and crafting methods (especially 3D printing), some variation may occur. The following are not considered defects:

  • Slight variation in color tones or material texture
  • Hand-finished edges, seam lines, or minor print marks on 3D-printed products
  • Natural inconsistencies in candles (due to pouring techniques and wax behavior)
  • Fragrance throw or candle burn time differences depending on room size and usage

These are part of the handmade or small-batch process and help ensure every product is truly one of a kind.

12. Final Words – A Promise of Care ❤️

Bivenzi was founded on the idea of creating joy — not just products. Whether it’s a personalized nameplate, a miniature superhero mask, a wedding candle, or a birthday box — each item reflects our belief in the beauty of thoughtful gifting and crafted emotion.

We are a small, passionate team — and every mistake feels personal to us. If something goes wrong, we don’t hide behind policies. We promise to do our best to understand the issue, communicate transparently, and find a fair solution that respects both your concerns and our creators’ efforts.

Returns and refunds aren’t just about money — they’re about trust. Thank you for trusting Bivenzi.

For support, reach out any time:

  • Email: info@bivenzi.com
  • WhatsApp: Tap the “Message Us” button on our website

— Team Bivenzi 💖

Last update- 25 july 2025